This is a newly created role for an exceptional sales and/or customer services professional looking for a long-term opportunity to grow alongside an experienced and ambitious management team.
You will bring energy, enthusiasm and experience to manage and motivate our Sales Operations teams, based in London and Leicester, who are responsible for ensuring that our global clients receive timely and knowledgeable service from quoting through to delivery.
We would love to hire someone who has experience of growing a fabrics and/or wallpapers business. If you don’t have experience in the interiors industry, we expect you to bring an appreciation for our mission to promote British craft skills, demonstrable customer service and team building skills.
Duties and Responsibilities:
* Ensure the Sales Operations teams are properly trained and managed to support the Client Development team and clients in line with revenue targets.
* Coach, lead, motivate and manage direct reports; focusing on team retention and training strategies; hiring and recruitment.
* Management of Soane's high-profile projects (super orders).
* Problem solving and skilled in aftercare solutions.
* Work with the Managing Director to provide the business with KPI's to support the Sales Operations and Client Development team.
* Proactively identify opportunities for continuous process improvement in our customer journey, client acquisition and retention.
* Work alongside the management team to relaunch the Soane website, with integrated e-commerce.
Qualifications:
* 5 years + experience in a head of customer service or sales role, preferably in a luxury retail or hospitality environment.
* Must be a self-starter with strong personal skills and the ability to demonstrate an organised approach to your workload or project.
* Communication and people skills a must.
* Excellent analytical and problem-solving skills to enable informed decision making.
* You will be confident dealing directly with our clients to work on large projects or to handle customer service issues.
* You will need to be confident working in Excel and other systems, including stock management. SAP Business One experience will be an advantage.
* Language skills an advantage.
* Driving licence needed.
While this role will be based in London, you will need to be in Leicester on a regular basis to spend time with your team there. We do offer flexibility to work from home when needed, however this would not be possible during the first three months of employment.